Regional Manager, Customer Experience and Success

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Dash0

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11 - 50 Mitarbeiter

Gegründet 2023

☁️ SaaS

🤝 B2B

SaaS • B2B

Dash0 ist eine OpenTelemetry-native Observability-Plattform, die Infrastrukturüberwachung, Log-Management, Application Performance Monitoring, verteiltes Tracing, Kubernetes- und Website-Monitoring, Dashboards, Alarmierung und Integrationen bietet. Es handelt sich um ein SaaS-Produkt, das sich auf Entwickler und SREs konzentriert und Logs, Metriken und Traces mit schneller Suche und Filterung, vorgefertigten Integrationen, PromQL-Unterstützung und Konfiguration als Code zentralisiert. Dash0 legt besonderen Wert auf Anbieterneutralität, transparente nutzungsbasierte Preisgestaltung, KI-unterstützte Workflows zur Reduzierung sich wiederholender Aufgaben und eine leichte, tastengesteuerte Benutzeroberfläche für schnelles Troubleshooting und Kostenkontrolle.

Beschreibung

• Define and execute the Customer Experience and Success coverage model for the US region, in alignment with global Sales and go-to-market objectives. • Assess and address team capacity requirements across segments, account tiers, and customer engagement motions, prioritising resource allocation accordingly. • Monitor and analyse performance metrics across the full customer lifecycle, including technical win rates, proof-of-concept conversion, onboarding velocity, adoption depth, and retention, and adjust team deployment based on findings. • Maintain a thorough understanding of the competitive landscape — including Datadog, New Relic, Dynatrace, and Honeycomb — and ensure the team is positioned to address technical differentiation effectively. • Recruit, onboard, and develop Customer Experience and Success professionals within the region, establishing clear standards for technical excellence and providing structured coaching to those standards. • Foster a team environment in which knowledge is shared systematically, drawing on insights from both successful and unsuccessful engagements. • Provide team members with transparent development pathways and actively support progression within the organisation. • Conduct regular deal reviews and technical win/loss analyses, ensuring findings are documented and acted upon. • Personally manage complex enterprise accounts through the full engagement cycle — proof of concept, commercial close, and into production adoption — maintaining direct technical ownership rather than delegating to the broader team. • Engage directly in high-stakes opportunities where senior technical presence is required to advance or protect the customer relationship. • Maintain current technical proficiency in OpenTelemetry, Kubernetes, and observability pipeline architecture, ensuring the ability to contribute credibly in advanced technical discussions. • Serve as the senior technical escalation point for the regional team, providing guidance on complex architectural, commercial, or organisational challenges. • Own capacity planning for the Customer Experience and Success function in the region, including headcount forecasting, hiring timelines, and coverage gap analysis. • Maintain the quality and currency of the team's shared technical assets, including demonstration environments, reference architectures, proof-of-concept templates, and onboarding documentation. • Establish and maintain a consistent reporting framework for regional performance metrics across the full customer lifecycle. • Govern the allocation of team resources across accounts in a manner that reflects strategic deal priority and customer need. • Partner with Enterprise Account Executives on account strategy and commercial positioning, ensuring Customer Experience and Success contributes as an equal function throughout the customer engagement — including after contract execution. • Act as the primary technical liaison between the US field organisation and Dash0's global Product and Engineering teams. • Provide structured, evidence-based feedback to Product Management, drawing on field observations from proofs of concept, active deals, and post-onboarding customer interactions. • Collaborate with Marketing on technical content development, field events, and demand-generation programmes requiring team participation.

🎯 Anforderungen

• Minimum five years of experience in a Solutions Architecture, Sales Engineering, or Customer Success capacity, including at least two years in a leadership or management role overseeing a technical customer-facing team. • Demonstrated depth in observability, distributed systems, or cloud-native infrastructure, with specific proficiency in Kubernetes and OpenTelemetry. • Proven record of success in complex enterprise proof-of-concept engagements, with demonstrated ability to guide customers through to sustained adoption. • Ability to engage credibly with both engineering stakeholders and executive decision-makers, adapting communication style and level of technical detail accordingly. • Commitment to providing candid, evidence-based assessments to Sales and Product counterparts, even where those assessments are commercially inconvenient. • Disciplined approach to hiring and a demonstrated commitment to the ongoing development of direct reports. • Prior experience in an early-stage or high-growth environment, with the ability to build structure and process in the absence of established frameworks. • Practical experience with OpenTelemetry instrumentation, collector configuration, or telemetry pipeline design. • Background in site reliability engineering, platform engineering, or DevOps, providing direct understanding of the operational challenges faced by target customers. • Experience engaging technically or commercially with the established observability vendors.

🏖️ Vorteile

• Competitive base salary and equity participation commensurate with a senior leadership appointment. • Direct access to founders and product leadership, with field insight meaningfully informing product direction. • An opportunity to define and build the US Customer Experience and Success function during a period that will shape its long-term structure and culture. • A product that is well-regarded by its engineering users, which materially improves the quality of technical customer conversations. • A lean, fast-moving organisation with the operational agility to act on good ideas quickly.